Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Integration Of Home Grown Chat bot with Genesys cloud

    Posted 03-17-2022 10:35
    No replies, thread closed.
    Hi  Community,

     We have developed an inhouse chatbot  based on IBM Watson platform and trying to integrate the chat bot with Genesys Cloud where, if any customer is communicating with the homegrown chat bot and want to talk to a live agent the customer's chat has to be transferred to a chat agent configured on Genesys.
    For this we are using Guest Chat APIs Genesys Cloud CX Developer Center.

    However IBM Watson only supports  Openwhisk / Serverless functions with chat sockets. Do we have Genesys Chat API that support Openwhisk / Serverless functions.


    #DigitalChannels
    #Implementation
    #Integrations

    ------------------------------
    Rakesh Singh
    HCL Technologies Ltd.
    ------------------------------


  • 2.  RE: Integration Of Home Grown Chat bot with Genesys cloud

    Posted 03-17-2022 10:49
    No replies, thread closed.
    First if you looking at the API route, use the web Messaging guest API, not the chat API.  

    The better approach would be to create a Bot Connecter and just use Watson for the NLU piece and let Genesys do the initiation and escalation parts.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Integration Of Home Grown Chat bot with Genesys cloud
    Best Answer

    Posted 03-18-2022 10:49
    No replies, thread closed.
    I completely agree with Robert's recommendations.  

    If you want to build a chat UI that sits in front of Genesys, uses Watson to perform chat self-service, and then escalate to agents as needed then definitely look at the Web Messaging Guest API: https://developer.genesys.cloud/api/digital/webmessaging/websocketapi

    However, if you want your Watson bot to work across all text-based channels (Web Chat/Messaging, Facebook, Twitter, Whatsapp, etc) then putting the Watson NLU behind Genesys via the Bot Connector would be the best approach: https://developer.genesys.cloud/api/rest/v2/textbots/botconnector-customer-api-spec


    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------

    Original Message


  • 4.  RE: Integration Of Home Grown Chat bot with Genesys cloud

    Posted 03-24-2022 12:13
    No replies, thread closed.
    Thank you Jim and Robert. I am working in Bot connector direction. If  I face any issue then let you know.

    Thank you again for your support.

    ------------------------------
    Rakesh Singh
    HCL Technologies Ltd.
    ------------------------------

    Original Message


  • 5.  RE: Integration Of Home Grown Chat bot with Genesys cloud

    Posted 03-24-2022 12:27
    No replies, thread closed.
    Rakesh,

    I did a DevCast webinar on the Bot Connector last year.  You might review that along with the docs: https://youtu.be/F1fKURHDsPA

    If you have any questions on the Bot Connector as you go along then please post to the Developer Center Forum at https://developer.genesys.cloud/forum as that forum is gear more toward development questions than this one is.

    Good luck.

    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------

    Original Message


Related Content